When are any changes to the platform considered a customization?

When there are business demands for custom functionality that is not offered out-of-the-box

When they require an implementation spread across all project phases

If they are NOT applied through the usage of built-in tools on the Now Platform

When they are solely implemented for a custom application

When there are business demands for custom functionality that is not offered out-of-the-box

Which roles are considered external? (Choose two.)

Customer Admin (sn_customerservice.customer_admin)

Partner Admin (sn_customerservice.partner_admin)

Consumer Support Agent (sn_customerservice.consumer_agent)

Customer Admin (sn_customerservice.customer_admin)

Partner Admin (sn_customerservice.partner_admin)

Customer Service Agent (sn_customerservice_agent)

What role can be assigned to employees who are not fulfillers, such as those in sales and services, or do not have other CSM-specific roles, but have a need to create cases on behalf of customers?

Proxy Contact (sn_customservice.proxy_contact)

Consumer (sn_customservice.consumer)

Customer (sn_suctomservice.customer)

Proxy Contact (sn_customservice.proxy_contact)

Which of the following options can a survey administrator define on an individual survey? (Choose two.)

The ability for end users to decline survey assignments

Number of survey reminder notifications

Which feature sends an email notification containing a list of relevant knowledge articles to the case submitter and watchlist users associated with the case whenever a case is created?

Proactive Customer Service Operations

Which knowledge records can be configured with User Criteria?

Knowledge Base, Category and Article

What is the most efficient way to get cases to be dosed automatically after a few days?

Activate the Auto Close Resolved Cases flow

Set the property glide.auto.close.cases resolved to true

Create a workflow associated with cases with a timer that changes the state after a few days

Create a Scheduled job that looks at the resolved_at date

Activate the Auto Close Resolved Cases flow

What is a limitation regarding synchronization between a case and its associated work order?

If information changes on the Case form it is not updated on the Work Order form

Updates on a case or work order will only synchronize after the work order is approved

When creating a work order from a case only the Account field on the work order form is filed in but not the Company field

The data copied over to the Work Order form when creating a work order from a case cannot be configured or customized

Using the out-of-the-box major issue management process flow, a consumer service agent proposes an existing case in the Open state as a major case candidate. The major case candidate has a consumer defined and is approved by the customer service manager What happens to the major case candidate?

A new major case is created and the major case candidate Is added as a child to the major case

The major case candidate is closed and a new major case is created

The major case candidate becomes the major case

The major case candidate requires an approval from the major issue manager

A new major case is created and the major case candidate Is added as a child to the major case

Which of the following are benefits that may be gained from using communities?Choose 3 answers

Increase marketing effectiveness

What functionality is required to automatically close resolved cases if customers do not respond within a specified time?

Auto Close Resolved Cases Scheduled Job

Auto Close Resolved Cases Workflow

Auto Close Resolved Cases Flow Designer Flow

Auto Close Resolved Cases Business Rule

Auto Close Resolved Cases Scheduled Job

Customer Service Trending Topics is a capability that enables companies to use Predictive Intelligence to quickly pinpoint factors driving up case volume and act to mitigate them. Which of the following would be a benefit of using Predictive Intelligence Customer Service Trending Topics?

Auto-generate clusters of cases that point to similar underlying issues

A guaranteed reduction in call volume per month

Eliminate the need for more traditional performance analytics

Auto-generate clusters of cases that point to similar underlying issues

Create root cause solutions for similar cases

User criteria records may be applied to which knowledge items?

Knowledge Base, Category and Article

Which role must B2B and B2C customers obtain, at a MINIMUM, to have access to a ServiceNow instance?

Account Contact (sn_cusiometservice.accouni_contactf

Cusiomer(sn_customerservice.customer)

Case Creator (sn_customer service, case creator)

Which roles are considered external?Choose 2 answers

Partner Admin (sn_customerservice. partner_admin)

Customer Admin (sn_cuslomerservlce.customet_admin)

Partner Admin (sn_customerservice. partner_admin)

Customer Admin (sn_cuslomerservlce.customet_admin)

Customer Service Agent (sn_customerservice_agent)

Consumer Support Agent (sn_customerservice.consumer_agent)

In Workspace Chat, agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?

Uses response templates to Insert as text in a conversation

Routes the chat towards another group

Uses response templates to Insert as text in a conversation

Rolls up the current chat history towards an existing case

Rejects an incoming chat and moves it automatically to the general queue

Which of the following is correct regarding the create contact (consumer) feature in CSM Workspaces?

The create contact (consumer) feature is only available in the CSM Configurable Workspace

The create contact (consumer) feature is available in all CSM Workspaces

The create contact (consumer) feature is not available in any of the CSM Workspaces

The create contact (consumer) feature is only available in the CSM Configurable Workspace

The create contact (consumer) feature is only available in the Agent Workspace

What are the recommended good practices when running implementation workshops?Choose 3 answers

Guide the customer toward industry best practices

Give the customers the data they need so they can make an informed decision

Engage with customers to gain deep understanding of their organization

Guide the customer toward industry best practices

Enforce customers to adapt their processes towards the baseline processes

Give the customers the data they need so they can make an informed decision

Any financial implication of a decision should be handled by the delivery and sales team

Engage with customers to gain deep understanding of their organization

Which table does the Account (customer_account) table extend?

Business Location (sn_csm_business_location)

Service Organization (sn_customer_service_organization)

Customer (sn_customer_service__customer)

What are the ways the Customer Portal Locale feature can be used?Choose 2 answers

Forward authenticated and guest users to a translated customer service portal

Restrict access to a customer service portal based on where a user is physically located

Ensure only authenticated users can choose a language/locale on a customer service portal

Forward authenticated and guest users to a translated customer service portal

Restrict access to a customer service portal based on where a user is physically located

Allow authenticated and guest users to choose a language/locale on a customer service portal

In case management. Parent Child Synchronization allows for which of the following:

Parent cases to automatically generate child cases when all fields are filled out thus, synchronized auto-population

Synchronization of all child cases as well as children of child cases on all levels

Child cases to be separated from Parent cases and will not be synchronized automatically

Parent cases to automatically generate child cases when all fields are filled out thus, synchronized auto-population

Enabling the Customer Service agent to create cases so that all the children cases can be managed by managing the parent case

Which of the following statements is correct with regards to partners vs. third-parties in ServiceNow's CSM application?Choose 2 answers

A partner does not own any of the products or services provided by their partnering organization, instead they help to sell, deliver, and support them on their behalf.

A partner is an organization that has been contracted to sell products and services they have actually purchased from another organization.

A partner does not own any of the products or services provided by their partnering organization, instead they help to sell, deliver, and support them on their behalf.

A partner will own the relationship with their customer

A partner and a third party are the same in ServiceNow's CSM application.

A partner does not own the relationship with a customer. This relationship is owned by the organization they are partnering.

A partner is an organization that has been contracted to sell products and services they have actually purchased from another organization.

Which combination of roles is restricted for security purposes?

snc_internal and sn_customerservice.partner_admin

snc_internal and sn_customerservice.consumer_agent

snc_external and sn_customerservice customer

snc_internal and sn_customerservice__agent

ServiceNow CIS-CSM Practice Test 6 - Free Online Exam Questions 201-239

Spam

Selling illegal goods, money scams etc.

Hate Speech

Serious attack on a group.

Harassment and bullying

Harassing an individual (including doxing)

Harmful activities

Threatening or glorifying violence or serious harm, including self-harm

Adult content (Consensual)

Nudity/Sexual content

Sexual exploitation and abuse (child safety)

Sexually explicit or suggestive imagery or writing involving minors

Sexual exploitation and abuse (adults and animals)

Sexually explicit or suggestive imagery or writing involving non-consenting adults or non-humans

Plagiarism

Reusing content without attribution (link and blockquotes)

Poorly written

Not in English or has very bad formatting, grammar, and spelling

Inappropriate credential

Author's credential is offensive, spam, or impersonation

Other

Ex. Illegal content, incomplete question...

ServiceNow CIS-CSM Practice Test 6

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